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Services Marketing: Integrating Customer Focus Across the Firm

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Part 1 Foundation for Services Marketing
Chapter 1 Introduction to Services
Chapter 2 Conceptual Framework of the Book: The Gaps Model of Service Quality

Part 2 Focus on the Customer
Chapter 3 Expectations of Service
Chapter 4 Customer Perceptions of Service

Part 3 Understanding Customer Requirements
Chapter 5 Listening to Customers through Research
Chapter 6 Building Customer Relationships
Chapter 7 Service Recovery

Part 4 Aligning Service Design and Standard
Chapter 8 Service Innovation and Design
Chapter 9 Customer-Defined Service Standards
Chapter 10 Physical Evidence and the Servicescape

Part 5 Delivering and Performing Service
Chapter 11 Employees' Roles in Service Delivery
Chapter 12 Customers' Roles in Service Delivery
Chapter 13 Managing Demand and Capacity

Part 6 Managing Service Promises
Chapter 14 Integrated Service Marketing Communications
Chapter 15 Pricing of Services

Part 7 Service and the Bottom Line
Chapter 16 The Financial and Economic Impact of Service

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Availability

5555129488

658.8 ZEI s

Pusat (Sirkulasi)

Available

Detail Information

Series Title

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Call Number

658.8 ZEI s

Publisher

New York : McGraw-Hill Education., 2012

Collation

xxvii, 642p., Biblio., Illust., Index. 20 x 25.5 c

Language

English

ISBN/ISSN

978-007-108696-7

Classification

658.8

Content Type

text

Media Type

-

Carrier Type

-

Edition

6

Subject(s)

MARKETING - MANAGEMENT
MARKETING

Specific Detail Info

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Statement of Responsibility

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